What is One Touch Switch and how does it work?

One Touch Switch is a new system for changing broadband that means your new provider handles everything about the switch for you, including cancelling with your old provider. It was brought in by Ofcom, the regulator for UK communications industries, to take away the extra admin and stress that can come with switching broadband providers.

One Touch Switch is specifically aimed at switches that take place between different networks. When the switch involves providers on different networks, the new one needs to activate your connection, and your old one needs to turn theirs off. Until recently, it was the customer’s job to reach out to both providers to make this happen.

However, this is no longer the case. Since it was introduced in September, One Touch Switch means that the new provider handles the whole process for you, so it’s same experience for everyone – no matter which provider you’re with.

Customers don’t have to pay notice-period charges beyond the switch date either, so there’s no more paying for an old service you’re not using after the new one starts.

According to Ofcom, One Touch Switch is designed to make it easier for people check if their current provider is right for them and make the switch if it’s not. Your new provider handles all the extra legwork that comes with switching broadband providers, so you can sit back, relax, and enjoy your new broadband.

The switching process probably won’t change much for consumers, except for the fact you won’t need to contact your old provider to let them know you’re leaving. You’ll also no longer need to provide a 30-day notice period, and all billing and activation dates are handled in the background between the operators.

This means the switching process might work like this:

The rest of the switch will happen in the same way it did before. You’ll be sent the Wi-Fi router to power up and plug in on your chosen activation day, and, if an engineer installation is needed, they’ll bring the equipment with them on the day.

One Touch Switch is an important step in making switching broadband as easy as it can be for the customer. It addresses some of main complaints people had about changing providers: from needing to contact both providers to the process being more time-consuming than it needs to be.

A similar process already exists within the mobile sector, and many consumers will be familiar with the ‘text to switch’ PAC code system that millions use today. With the launch of One Touch Switch, seamless and smooth switching will now be available for broadband customers too, making it easier than ever to benefit from better offers and perks.

As fibre broadband becomes available across the UK and beyond, One Touch Switch allows to upgrade their broadband to a faster, more reliable network. So even if you’ve been stuck with the the same broadband package for years, you’ll be able to move over to a better connection with very little hassle.

1. Smooth switching

With One Touch Switch, you longer have to juggle coordinating the end of one contract and the beginning of another, and everything will be handled by your new provider. This reduces confusion, prevents lapses in service, and ensures customers experience minimal disruption during the transition.

2. Less admin

The One Touch Switch process ensures your new provider contacts your current one so that you don’t have to. This reduces the paperwork and stress of managing the change. It also minimises the chance of errors or miscommunications that can sometimes arise when dealing with multiple providers.

3. Faster Process

Instead of waiting for a full billing cycle to switch over, the switch can happen within days. Behind-the-scenes coordination between providers means that billing and activation dates align perfectly, so there's no need to worry about being double-charged or waiting weeks for the switch to happen.

4. Minimal Service Disruption

One major worry with switching providers is the fear of losing service, even temporarily. With the One Touch Switch, service interruption is minimized or eliminated entirely. Because the providers communicate directly and coordinate activation and deactivation dates, the transition happens without any noticeable gap in service.

5. Customer control and flexibility

With switching providers easier than ever before, you can take advantage of cheaper broadband deals, new promotions, or improved services without the fear of a drawn-out or complicated process. If you're unhappy with your current provider's pricing, customer service, or offerings, One Touch Switch allows you to make changes quickly without the hassle of contacting multiple companies yourself.

With One Touch Switch, there’s no need for back-and-forth communication or burden that comes with switching broadband providers. The majority of broadband providers are signed up to One Touch Switch and have implemented it since 12 September 2024.

So whether you’re looking for just broadband, broadband and TV or Broadband and phone, switching to Virgin Media has never been easier.

Take advantage of some our best broadband deals and make the switch to our superfast internet today.